AccountId: 011433970860
ContactId: e954b893-d587-4fff-b2cb-75827baae146
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72099 ms
Total Talk Time (AGENT): 36214 ms
Total Talk Time (CUSTOMER): 27182 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/e954b893-d587-4fff-b2cb-75827baae146_20250506T17:52_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Baptist Health Floyd. I'm needing to check eligibility on a patient.
[AGENT][NEUTRAL] OK. Did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] 02288810
[AGENT][NEUTRAL] Mhm. And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if you can verify patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information and we're just verifying her eligibility dates.
[CUSTOMER][NEUTRAL] Yes, that's that that's all.
[AGENT][NEUTRAL] All right, I have that information for you. I'm showing an effective date of [PII], and the policy is active at this time. And any other questions?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Is there a reference reference number?
[AGENT][NEUTRAL] My name in today's date, [PII], first initial of last is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] [PII]. Great. Alright, [PII], thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.